DMG Consulting

APRIL 15, 2020

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise.

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DMG Consulting

AUGUST 3, 2020

The Report focuses on contact center and service-related uses of interaction (speech and text) analytics. It also explores the broader uses of interaction analytics throughout enterprises. The COVID-19 pandemic has reinvigorated the interaction analytics (IA) market.

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DMG Consulting

NOVEMBER 14, 2020

An essential element in achieving this goal is to make it easy for customers to conduct business by allowing them to interact in their preferred channels, which are increasingly digital. A unique feature of conversations in the new digital era is that they can start, stop, start and continue when the customer chooses.

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DMG Consulting

DECEMBER 7, 2020

Post-pandemic, many enterprises will likely keep some or all of their employees working remotely, said Donna Fluss, President of DMG Consulting. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

APRIL 15, 2020

The last few years have seen enhancements to WFM solutions to meet the needs of omni-channel service environments, multi-national enterprises and the Millennial and Gen Z workforce. . For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

SEPTEMBER 26, 2018

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying.

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DMG Consulting

OCTOBER 17, 2019

DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

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DMG Consulting

OCTOBER 17, 2019

DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. These automated tools can also help to reduce systems and IT development costs and extend the life of applications throughout the enterprise. OnviSource is covered at a high level.

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DMG Consulting

DECEMBER 10, 2019

Sales of these solutions are expected to remain strong as their reach extends into the back office and other enterprise departments. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6 million in first-half 2018 to $963.7 million, an increase of $100.1 million, in the first six months of 2019.

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Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.

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JustCall

AUGUST 10, 2022

Users can leverage innovative features such as call software, sales dialers, virtual numbers, SMS campaigns, native CRM integrations, and much more at just $30 per user. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time. Image Source. GoToConnect Overview.

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DMG Consulting

NOVEMBER 29, 2017

The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

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DMG Consulting

NOVEMBER 1, 2017

The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future. WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

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DMG Consulting

MARCH 9, 2020

The 2019 – 2020 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements.

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DMG Consulting

MAY 7, 2018

The new, more flexible and responsive generation of knowledge management solutions fill this need by providing a centralized repository for information gathered from across the enterprise. KM facilitates collaboration among departments, which improves the customer experience. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

DECEMBER 11, 2019

The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, organizations switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems.

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DMG Consulting

AUGUST 3, 2018

DMG Consulting’s second report on robotic process automation (RPA), dedicated entirely to this fast-growing sector, covers enterprise uses of RPA, with a focus on front-and back-office service-related uses and shared business activities services. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

JANUARY 17, 2018

Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”.

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DMG Consulting

MARCH 16, 2018

It analyzes the service, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. This Report provides an analysis of WFM market activity as well as 5-year market projections.

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JustCall

APRIL 24, 2023

Integrations Another important aspect you must consider is how readily the software is able to integrate with your enterprise applications. Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. Squaretalk Overview Squaretalk is a versatile telemarketing solution.

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DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

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JustCall

APRIL 5, 2023

It also happens to be one of the leading alternatives to TalkDesk for small and mid-sized enterprises. Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting.

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DMG Consulting

JUNE 12, 2019

For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 31, 2019

For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center.

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DMG Consulting

MAY 25, 2018

For more information, visit www.dmgconsult.com. # # #.

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